Director, Patient Experience

AffirmedRx, a Public Benefit Corporation

. Serve as the senior operational leader for the Patient Experience function .

Posted 11/10/2026full-timeRemote • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive leadership in healthcare operations, focusing on patient experience, operational performance, and cross-functional collaboration. Proficient in workforce planning, KPI development, and process improvement to enhance service delivery and operational efficiency.

Highest-signal resume keywords

Healthcare Operations LeadershipWorkforce PlanningOperational Performance ManagementPatient Experience ImprovementCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operational KPI DevelopmentCapacity PlanningQuality AssuranceRoot-Cause AnalysisProcess ImprovementData AnalysisBudget ManagementDemand ForecastingPatient NavigationBenefit Administration

Soft Skills

LeadershipCommunicationJudgmentStakeholder ManagementInfluencing Skills

Tools & Technologies

CRM ToolsCase Management ToolsReporting PlatformsWorkforce Management ToolsBusiness Productivity Software

Certifications & Qualifications

Bachelor’s Degree in Healthcare AdministrationAdvanced Degree or Applicable Professional Certification

Industry Keywords

Patient ExperiencePharmacy Benefit ManagementContact Center OperationsInsuranceCompliance Standards

About the role

Key responsibilities & impact

Serve as the senior operational leader for the Patient Experience function
Set operational priorities and lead day-to-day execution across functions
Lead, coach, and develop managers and operational leaders
Develop and execute the Patient Experience operating plan and roadmap
Make operational decisions, mitigate service risks, direct corrective actions, and escalate material matters
Own workforce and capacity planning, including demand forecasting, workload distribution, staffing needs, productivity assumptions, and coverage strategies
Develop staffing, resource, and budget recommendations and monitor productivity and costs
Lead operational readiness for client implementations, formulary changes, benefit transitions, and service model changes
Coordinate internal teams and external service partners to maintain service continuity and accountability
Establish and manage operational KPIs and performance routines
Deliver manager-level, departmental, and executive-ready reporting
Use operational data, patient feedback, satisfaction results, and service trends to prioritize improvements
Oversee quality assurance and coaching frameworks
Ensure procedures, knowledge resources, workflows, and escalation standards are documented and compliant
Drive root-cause analysis and corrective action for recurring issues and operational inefficiencies
Champion cross-functional process improvements and change adoption
Partner with Client Management, Clinical, Implementations, IT, Compliance, and vendor teams
Provide leadership oversight for complex or systemic escalations
Represent Patient Experience in executive and cross-functional reviews and enterprise planning

Requirements

What you’ll need

Bachelor’s degree in healthcare administration, business, operations, or a related field, or equivalent relevant experience; advanced degree or applicable professional certification preferred
10+ years of progressive leadership experience in healthcare operations, patient/member services, contact center operations, pharmacy benefits, insurance, or related settings
Experience managing managers or complex cross-functional operations
Demonstrated ownership of operational performance, workforce or capacity planning, quality programs, reporting, and process improvement
Strong understanding of pharmacy benefit management, benefit administration, patient navigation, and related operational processes preferred
Ability to define operational KPIs, analyze trends, present executive-ready insights, and turn findings into practical action plans
Excellent leadership, communication, judgment, and stakeholder management skills; ability to influence across teams and vendor relationships
Experience with CRM/case management tools, reporting platforms, workforce management tools, and standard business productivity software
Knowledge of applicable privacy, compliance, and service standards; commitment to confidentiality and ethical practices
Ability to balance competing priorities, manage organizational change, and operate effectively in a fast-paced, growing environment
Willingness to travel up to 10–20% for meetings, training, and organizational needs

Benefits

Comp & perks

Competitive compensation, including health, dental, vision and other benefits
Opportunity to impact industry change in the pharmacy benefits management space while delivering high-quality patient outcomes
Culture where people thrive
Remote work arrangement